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Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án - Phần 1

Trắc nghiệm Marketing dịch vụ Tiếng Anh có đáp án - Phần 1

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Thời gian còn lại: --:--

Câu 1: Because services cannot be seen, tasted, felt, heard, or smelled before they are purchased, they are defined by which of the following characteristics?

Câu 2: Which characteristic dictates that the physical presence of both the service provider and the customer is often required during the service delivery process?

Câu 3: Why is it notoriously difficult to achieve perfect standardization in service quality across different locations and times?

Câu 4: An empty airline seat or a vacant hotel room represents lost revenue that can never be recovered, illustrating which service characteristic?

Câu 5: In the expanded marketing mix for services (7Ps), the environment where the service is delivered and where the firm and customer interact is known as:

Câu 6: Standard operating procedures, mechanisms, and the flow of activities required to deliver a service to a customer are collectively referred to as the:

Câu 7: According to the SERVQUAL model, which dimension is generally considered the most critical by customers, focusing on delivering the promised service dependably and accurately?

Câu 8: When employees display high levels of knowledge, competence, and courtesy that successfully inspire trust and confidence in the customers, they are demonstrating:

Câu 9: A boutique hotel that learns regular guests' names, remembers their specific room preferences, and provides caring, individualized attention excels in which service quality dimension?

Câu 10: A software company that guarantees a technical support agent will reply to customer inquiries within one hour is primarily focusing on improving which dimension?

Câu 11: In the Gap Model of Service Quality, what is the discrepancy between what customers actually expect and what management perceives they expect?

Câu 12: Even if excellent service standards are designed, employees failing to follow these guidelines during actual delivery will directly cause which of the following?

Câu 13: Overpromising in advertising campaigns that leads to inevitable customer disappointment when the actual service falls short results in the creation of:

Câu 14: The range of service performance that a customer considers acceptable, falling between their desired expectations and their minimum adequate expectations, is called:

Câu 15: Any brief instance where a customer interacts with a frontline employee or a service system, thereby forming an impression of the firm, is referred to as:

Câu 16: Attributes like color, style, price, and fit that a consumer can easily evaluate prior to making a purchase decision are categorized as:

Câu 17: Complex medical surgeries and legal advice are services that most consumers find nearly impossible to accurately evaluate even after consumption, meaning they are extremely high in:

Câu 18: In a service blueprint, what is the boundary line that separates the front-stage activities seen by the customer from the back-stage activities hidden from view?

Câu 19: The strategy commonly used by airlines and hotels to maximize revenue by adjusting prices dynamically based on fluctuating demand and fixed capacity is known as:

Câu 20: The management philosophy which posits that a firm must effectively train, motivate, and satisfy its own customer-contact employees before it can successfully satisfy external customers is called:

Câu 21: In the services marketing triangle, the actual moment of service delivery where the employee interacts directly with the customer is classified under:

Câu 22: The phenomenon where a customer's loyalty becomes higher after experiencing a successfully resolved service failure compared to having no problem at all is known as:

Câu 23: Background environmental elements such as background music, lighting, temperature, and scent that unconsciously affect a customer's perception of a service facility are termed:

Câu 24: A coffee shop offering a basic loyalty card where the tenth cup is free is trying to retain customers by primarily building which type of relationship bonds?

Câu 25: When a B2B service provider integrates its specialized IT tracking system directly into a client's inventory software to make switching to a competitor extremely difficult, it is establishing: